Shipping policy

Effective 1 July 2026 · applies to trackchat.in, app.trackchat.in and the TrackChat Shopify app

In short: TrackChat is shipping software, not a courier. Parcels move on your own Delhivery / Blue Dart contracts — we automate the paperwork and keep customers informed.

1. Our role

TrackChat generates AWBs, shipping labels and dispatch manifests, schedules pickups, books reverse pickups for returns, and syncs tracking events — all using courier accounts you connect with your own credentials. The contract of carriage is between you (the merchant) and your courier; TrackChat is not a party to it.

2. Delivery timelines

Transit estimates shown in the app come from courier serviceability APIs and historical performance for your lanes; they are estimates, not guarantees. COD remittance follows your courier agreement (typically D+2 for Delhivery).

3. Lost, damaged or delayed parcels

Claims are raised with the courier under your contract. TrackChat surfaces NDR and exception events early so you can act before a failed delivery becomes an RTO, and the tickets module tracks whichever resolution you choose — refund (via Razorpay, Shopify or UPI), replacement, or reship.

4. Customer notifications

Order confirmations, COD confirmations, dispatch alerts, out-for-delivery notices and delivery confirmations are sent on WhatsApp/email exactly as you configure them in Templates and Automations, within Meta's messaging rules.